AccountId: 011433970860
ContactId: ccf10f07-86e9-49ad-b299-07db1cf47966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325019 ms
Total Talk Time (AGENT): 117122 ms
Total Talk Time (CUSTOMER): 110474 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ccf10f07-86e9-49ad-b299-07db1cf47966_20250603T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I am trying to get some information. I'm going to file a claim for uh cash, uh, surrender of my policy, and I need to know where do I mail this in the form to.
[AGENT][NEUTRAL] OK, I can help you with that claim. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] You have to have my policy number so we can get an address.
[CUSTOMER][NEUTRAL] I have the forms that [PII] Swa sent to me, but I just need to know where to send them to. On the form she sent to me, it has an [PII] address.
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Yes ma'am, that is the correct address.
[CUSTOMER][NEUTRAL] So I'm, I'm not.
[AGENT][NEUTRAL] For a claim [PII].
[CUSTOMER][NEUTRAL] OK, she's in she's in [PII], ma'am, isn't she?
[AGENT][NEUTRAL] Yes, but our claims go to um our corporate which is in [PII].
[CUSTOMER][NEGATIVE] So I would not send this to her.
[CUSTOMER][NEUTRAL] At the [PII] address of [PII].
[AGENT][NEUTRAL] No, ma'am, if you're sending a claim in, it will go to the address um in [PII].
[CUSTOMER][NEUTRAL] Well, OK, maybe, maybe this is not a, this is a request to cancel my policy, two policies I have. So that's what I'm, maybe it's not a claim.
[CUSTOMER][NEUTRAL] Or would that be considered a claim?
[AGENT][NEUTRAL] Um, you would still send it to the [PII] office. Let me go ahead and check and.
[AGENT][NEUTRAL] Um, but I believe the [PII] office is no longer that email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, not email that mailing address is no longer correct. Give me just a moment.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] And are you paying through an employer?
[AGENT][NEUTRAL] Or were you paying on your own? OK, you'll cancel your policy if.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's on my own. I, I got you.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] I have the insurance. I got the insurance years ago um through my employer and I have maintained it all this time.
[CUSTOMER][NEGATIVE] But I now I would like to cancel.
[AGENT][NEUTRAL] OK, and you're no longer with that employer correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, OK, I just wanted to make sure, um, yes, you would still send it to that [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Now on this form it has [PII].
[CUSTOMER][NEUTRAL] I'm thoroughly confused, but you're saying [PII]?
[AGENT][NEUTRAL] [PII] in [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, I'm so sorry for canceling it will be [PII]. It's still [PII], but for canceling you'll want to send it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] And then the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So you're telling me the uh the American public is no longer located in [PII].
[CUSTOMER][NEUTRAL] Is that right?
[CUSTOMER][NEUTRAL] The home office or
[AGENT][NEUTRAL] The, the office is in [PII] to send a cancellation.
[CUSTOMER][NEUTRAL] Uh, well, I mean, no, I, I've got that part where to send it to, but I'm just saying you're saying that they're no longer in [PII]. The APL is no longer in [PII].
[AGENT][NEGATIVE] Not to send anything to.
[AGENT][NEUTRAL] You will still send it to the Oklahoma [PII] office we do still provide services in [PII], but we send all of the claims and cancellations to Oklahoma City.
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][POSITIVE] Alright then, OK, thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Goodbye.